| Course Overview:
Help desk and support centre staff are challenged with the difficult task of supporting customers. They must possess the ability to sell, diagnose problems, deliver solutions, and enable customers to re-use their company’s products and services. This course is designed for professionals who want to develop and improve the vital skills needed to deliver excellent Customer Service.
At Course Completion:
Understand how to be best prepared for call handling to achieve the best outcome
Understand how to Introduce, develop and conclude each call
Understand how to resolve conflicts and deal with difficult callers
Understand the importance to following up on agreed action items
Pre-requirements:
Employees who are responsible for customer service or customer care who want to better understand and improve their customer care skills.
Participants Study:
Objectives
Call Preparation
Initiating the call
Developing the call
Identifying Action
Closing Conversation
Complaint handling
Post Call Actions
Role Plays
Course Contents:
Introduction & objectives
The Telephone in business today
Programme, business and personal objectives
Getting ready to take calls
Preparing your surroundings
Preparing yourself
Self Motivation
Initiation of conversation
Introducing yourself correctly
Opening Techniques
Selling/Up selling/Cross Selling Techniques
Developing the conversation
Taking control of the conversation
Questioning without interrogating
Identifying action
Summarising
How to present your solutions
Getting agreement
Conversation close
Asking the closing question
Confirmation of the agreement
Closure and preparing next occasion for contact
Dealing with complaints
Handling Objections
Complaint handling process
Post-call actions
Wrapping up the call
Following through on agreed actions
Practical Exercises
Mock Calls
Role Plays
Written Exercise
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Courses in Dublin
Business | Accounting
